A Scalable Patient Support HUB for Specialty Therapies with Salesforce
About Client
A leading global healthcare company aimed to modernize its HUB services by implementing a centralized patient-centric platform to manage the full lifecycle of specialty therapy support. Leveraging Salesforce Health Cloud, Life Sciences Cloud, and Service Cloud, the solution was designed to orchestrate and automate the critical steps in a patient’s journey i.e. from prescription initiation and benefit verification to financial assistance, onboarding, and long-term adherence management. This unified digital HUB enabled seamless collaboration among patients, healthcare providers, payers, and internal teams, while ensuring scalability, security, and real-time visibility across all therapy support operations.
Challenges
Key Challenges:
- Fragmented communication across HCPs, payers, and pharmacies
- Manual workflows causing delays in benefit verification and prior authorizations
- Limited visibility into patient drop-offs and adherence issues
- Limited scalability to accommodate new therapies and programs.
- Inconsistent reporting for market access and brand teams
Outcome
